Gorgias Pricing: Tickets, AI Fees & Plans

Explore the Gorgias product profile on Toollers for catalog information.

Gorgias Helpdesk starts at $10 per month for 50 billable tickets on its Starter plan. Its published monthly tiers then rise to $60 for Basic, $360 for Pro, and $900 for Advanced, while Enterprise requires a quote. The important billing unit is a support ticket that receives an outbound message from your helpdesk, not simply one staff account.

The platform also offers a separate AI Agent subscription, Voice and SMS add-ons, and overage fees. Under the vendor's September 2026 billing policy, a conversation completed by AI Agent can generate both a helpdesk ticket charge and an automation charge. That detail changes how a store should calculate the total budget.

We reviewed Gorgias's current official pricing explanation, billing documentation, trial instructions, AI Agent price guide, and cancellation rules on November 7, 2026. The USD amounts below are public reference prices, not a private account invoice or a guaranteed checkout amount in every region.

Gorgias pricing plans at a glance

Gorgias measures helpdesk consumption with a monthly allotment of billable tickets. The vendor says the model is designed to scale with conversation activity. Plan tiers also differ in available channels, automation, reporting, and account functionality; buying a larger allowance is not the only reason to move up.

Starter is $10 per month with 50 included billable tickets. Basic is $60 with 300. Pro is $360 with 2,000. Advanced is $900 with 5,000. Enterprise has customized usage and pricing. The seller describes annual discounts of up to 17% for plans other than Starter, but a current exact annual checkout quote was not visible in the static price-page text.

The public pricing landing page stresses that Helpdesk scales by ticket volume and is not priced per agent on higher tiers. One official blog's Basic agent-seat references conflict with its plan comparison table. We therefore do not publish an asserted Basic seat limit as a verified entitlement; confirm the live account limit before purchasing.

Starter: $10 per month for very small stores

The Starter allotment is 50 billable helpdesk tickets each month at the $10 list price. The vendor's detailed plan description says the entry package supports three users and email, with no sophisticated rule automation or advanced analytics. It is most plausible for a low-volume shop that wants to centralize basic email inquiries.

Fifty tickets may be exhausted faster than expected during a promotion, delayed-delivery incident, or seasonal returns period. A ticket is counted after a helpdesk response, even if the agent exchanges several messages in the same conversation. Routine auto-replies from a Rule can also make tickets billable under current documentation.

The Gorgias plan guide lists a $0.40 charge for every additional ticket on Starter. Twenty billable tickets above the included allowance would therefore add $8, bringing the helpdesk portion of that illustrative month's bill to $18. That calculation excludes any other product charges or taxes.

Because Starter focuses on email and has a small ticket cap, do not select it simply because it is cheaper than most seat-priced helpdesks. If chat, a help center, or complex workflows are required immediately, compare Basic's documented features and actual ticket volume first.

Basic: $60 per month for an expanding inbox

Basic includes 300 monthly helpdesk tickets at a public $60 price. Gorgias's plan description adds live chat, help-center capabilities, basic automation Rules, and more standard ecommerce integrations. This is a more realistic starting point for a store that receives ongoing support questions from shoppers.

The published overage reference is $0.40 per additional billable ticket. A month with 350 billable tickets would incur 50 excess tickets, adding $20 and making the illustrative helpdesk charge $80. That total is before AI Agent, Voice, SMS, or other extras.

Agent permissions and seats deserve a specific checkout question. The vendor's narrative describes three agent seats for Basic, while an adjacent plan table reports a different figure. Since those statements cannot both describe the same default entitlement, treat the Basic seat count as unconfirmed until Gorgias supplies plan-specific terms.

Basic has enough features for a small support workflow built around email, chat, help content, and simple routing. It is less obviously suitable for teams demanding advanced segmentation, detailed custom operational reporting, or thousands of ticket replies each month. A ticket forecast should guide the purchase more than company headcount alone.

Pro: $360 per month for higher support volume

Pro includes 2,000 billable tickets at $360 per month. The vendor describes higher-tier access to broader channels, custom views, revenue reporting, advanced automations, and unlimited agents, while Voice and SMS still sit outside the standard helpdesk price.

The official plan explanation lists $0.25 for each ticket beyond Pro's included allowance. If a shop used 2,200 billable tickets, 200 overage tickets would add $50. The resulting example helpdesk bill would be $410, assuming a $360 monthly base and no separate product charges.

At the list-price level, Pro represents $0.18 per included ticket if all 2,000 are used. That is only a rough allocation calculation, not an actual invoice rate for every ticket. If a team uses far fewer than 2,000, its effective cost per handled conversation increases.

Pro may be worth evaluating where there are several support agents and enough predictable traffic to use the larger allowance. Unlimited agent access can simplify headcount budgeting, but it does not eliminate ticket, AI outcome, communications, or third-party integration costs.

Advanced: $900 per month for larger operations

Advanced lists $900 per month for 5,000 billable tickets. The supplier positions it for busy ecommerce support functions needing larger allowances and sophisticated workflows. Its five-thousand-ticket baseline also averages $0.18 per included ticket at full utilization.

Gorgias does not present one fixed, universally applicable Advanced overage amount in the referenced plan guide. It characterizes that rate as negotiated. Buyers should request their actual excess-ticket charge, volume triggers, and projected bill when business spikes occur.

For example, a retailer anticipating 5,500 billable tickets should not multiply the extra 500 by Pro's $0.25 rate. That would be an invented Advanced quote. A finance team should model the known $900 baseline and obtain the remaining amount in writing.

Advanced is not automatically a better deal for a team with dozens of agents but only a few hundred monthly replies. Gorgias's ticket-based economics make actual support activity central. Compare realistic annual volume by season, not just the busiest month.

Enterprise: contact sales for custom requirements

Enterprise is a negotiated plan rather than a public fixed fee. The official plan overview does not supply a universal ticket allotment, overage price, contract minimum, or service commitment that can be safely transferred to every buyer.

An enterprise quotation should spell out included helpdesk tickets, permitted channels, user provisioning, add-ons, uptime and support terms, incident response, renewal conditions, and the rules for calculating AI resolutions. Ask which terms are contractual and which are descriptions on a marketing page.

For multiple brands, request a store-by-store capacity plan. Check whether every Shopify store requires separate AI setup, how permissions and report exports work across brands, and whether special integrations create another subscription. The visible public price alone cannot answer those questions.

Do not label Enterprise an unlimited-ticket plan. A quote-based tier may have higher or bespoke ceilings, but only a signed order form establishes what a specific account receives.

What counts as a billable ticket?

Gorgias's September 2026 billing guide defines a helpdesk ticket as billable when at least one outbound message is sent through the helpdesk, whether by a person, AI Agent, or an automatic Rule. One customer conversation can contain multiple back-and-forth messages and still count as a single helpdesk ticket.

Inbound messages left unanswered are not automatically counted as replied-to billable tickets. The distinction between incoming volume and billable replies matters when estimating capacity. A brand with ten thousand inbound notifications does not necessarily consume ten thousand billed tickets.

There are exceptions to the intuitive idea that a single issue is always a single ticket. The vendor documents conversation splitting after inactivity: email replies more than ten days later and chat or social replies more than three days later can open new tickets. A later response on the new ticket may generate another billable event.

Tickets containing several product events create additional complexities. Gorgias gives an example where one conversation triggers a helpdesk email response, a Voice call, and an SMS message, producing one billable event in each of three separately metered products.

The dashboard's Billing and usage page displays tracked consumption and current subscriptions. Reconcile that page against a sample of real conversations during a trial, especially those with automated replies, channel switches, and long pauses. Ask support how any unexpected event was classified.

AI Agent pricing is separate from Helpdesk

Gorgias's AI Agent handles supported customer inquiries using store information, help content, brand guidance, and configured skills. It can complete certain actions in connected applications and hand over conversations that need staff judgment. The AI product requires its own active subscription.

The vendor's May 2026 AI Agent guide states that most AI Agent plan tiers use a $0.90 price per completed automated interaction, while Starter begins at $1. Its plans are organized around included outcome volumes from about 90 to 2,500 or more per month; the exact allowance and overage rate depend on the purchased tier.

Those AI prices are a reference, not a flat fee applicable to every automated message. Gorgias defines a billable automated interaction by a completed automated outcome. Conversations handed to a human generally do not generate an AI resolution fee, although the helpdesk ticket can remain billable.

Crucially, the newer September 2026 billing policy says an AI Agent completion can count as both an automated interaction and a helpdesk ticket when AI Agent sends messages and resolves the conversation. The May 2026 marketing post contains simpler, conflicting wording about not charging both. For current billing treatment, use the more detailed September help-center policy.

An illustrative store with a Basic helpdesk plan and 100 successful AI Agent outcomes must budget for the Basic subscription and whatever AI Agent tier or overage agreement covers those outcomes. It should also ask whether those conversations consume the Basic ticket allotment, as the current policy says they can.

The AI overlap problem in real budgets

Consider a shopper who asks about shipping and receives an AI Agent reply that resolves the question. Under the current billing guide, the reply can make the helpdesk ticket billable, while complete AI resolution creates a separate automation event. The two products meter different aspects of the same customer journey.

Now consider a shopper who needs a refund exception. AI Agent may gather context and transfer the issue to a person. The ticket can still use one helpdesk allowance, but the automation outcome fee does not apply unless the AI independently resolves it under the vendor's rules.

Other automation features receive different treatment. Gorgias specifically says Flows, Order Management, or Article Recommendations that resolve an inquiry without helpdesk involvement may produce an automation event without a helpdesk ticket fee. Do not group all automated resolutions under one simplistic rule.

Accounts created before May 28, 2025 may have legacy AI billing. That model has different conditions, and a legacy buyer should check their actual invoice and the linked legacy policy. A quote for a new account should not be inferred from an old merchant's experience.

For budget approval, define three counts: replied-to helpdesk tickets, successful AI automated outcomes, and paid channel events. Then apply the plan allotment and excess rates for each product. This provides a traceable forecast when two categories may overlap.

Voice and SMS costs

Voice and SMS can be added to any Gorgias helpdesk subscription. The current official price page explains that rates scale with call and text usage, but the visible public copy does not provide one global fixed amount suitable for every buyer.

The help center says Voice and SMS are charged separately according to their own billable ticket definitions. A customer contact moving between email, telephone, and text can register several events, even when the messages all concern one order.

Request an estimate based on minutes, message count, country routes, expected inbound volume, and workflow design. Confirm whether features such as call routing or automated follow-up texts require a particular base tier or a separate usage allowance.

Using a third-party SMS app with Gorgias does not automatically mean Gorgias's own SMS product is included. Each integration may also have independent vendor fees. Keep those costs distinct in any total-cost comparison.

Monthly and annual billing differences

Gorgias says annual subscriptions can reduce base helpdesk cost by up to 17%, apart from Starter. An annual percentage is not itself an exact signed invoice. The vendor's published overview does not display a complete static annual price matrix that we could validate for every plan.

At undiscounted monthly list rates, a year of Starter would be $120, Basic $720, Pro $4,320, and Advanced $10,800. These are simple twelve-month illustrations, not the actual discounted annual purchase or tax-inclusive total. They assume the published monthly price and unchanged plan throughout the period.

The company says AI Agent, Voice, and SMS can be billed separately from the helpdesk's annual cadence. An annual commitment can therefore coexist with variable monthly add-on invoices. Check renewal and amendment terms, especially if AI adoption changes after launch.

Annual billing may suit stable stores with predictable ticket volumes. A rapidly growing merchant should model the cost of moving tiers during the term, and a seasonal retailer should explore whether monthly billing permits a simpler response to changing volume.

Seven-day trial and free-plan limits

Gorgias offers a seven-day trial rather than an ongoing free helpdesk tier. Its October 2026 setup article says the trial starts as soon as the account is created. When it ends, the user is asked to choose a paid plan to keep operating.

The same help article lists trial constraints: a maximum of twenty outbound email ticket messages per day, 150 per week, and 600 during the trial. It also says a help center cannot be created during the trial. Those limits should shape the evaluation checklist.

Gorgias states that account setup is preserved if the user upgrades. If the user does not upgrade, it says the account and data are permanently deleted after ninety days. Export essential trial information before that deadline if no subscription will follow.

The available signup article does not establish a universal card requirement for all regions or signup paths. Do not assume a trial can or cannot start without billing details. Verify the actual enrollment flow and avoid attributing old promotional terms to the current offer.

Cancellation, refunds, and Shopify app removal

The vendor's cancellation documentation explains that canceling a subscription does not automatically create a refund obligation. Incurred usage and overages remain payable under the agreement. Buyers should check their invoice cycle and service end date before terminating access.

Uninstalling the Gorgias Shopify app is also not the same as canceling the paid Gorgias subscription. The help-center guidance specifically warns against treating a store app uninstall as a billing cancellation. Complete cancellation in the subscribed account as instructed.

If you need to preserve support history, confirm data exports and retention before closing an account. A small store might need only a few ticket CSVs; a large operation may need message contents, customer identifiers, timestamps, and documentation of how fields map into its next system.

The current Helpdesk export guide supports CSV exports on all helpdesk plans, but permissions and formats differ. Some views export metadata, while report drill-downs can include message content. Check which data you require before assuming every screen's export contains full conversations.

Three planning examples using ticket volume

Example one: a new retailer expects sixty email tickets that will receive replies in a month. Starter includes fifty. Ten overage tickets at the documented $0.40 produce a $4 excess charge and a $14 example helpdesk subtotal, excluding optional products and taxes.

Example two: a store expects 400 replied-to tickets per month. On Basic, 100 extra tickets at $0.40 produce a $40 overage, for a $100 example subtotal. That remains cheaper than Pro's $360 baseline, assuming required features are available on Basic and all other fees are equal.

Example three: a larger store expects 2,200 billable tickets. Pro lists 2,000, and 200 additional tickets at $0.25 produce $50 in overages, or $410 for the helpdesk portion. The company should separately estimate successful AI completions and any Voice or SMS events.

These examples illustrate base-plan arithmetic, not actual contracts. A business with high volumes of fully automated exchanges should also calculate AI fees, including potential overlap with helpdesk ticket use, and apply region-specific taxes and the chosen payment cadence.

Which Gorgias plan makes sense?

Starter fits occasional email support when the small 50-ticket allowance is realistic. Basic fits a growing Shopify shop that wants chat, a knowledge base, and basic automation without paying for a large volume allocation.

Pro may fit a store with thousands of replied-to conversations, several employees, and a need for richer workflows. Advanced deserves evaluation around five thousand tickets, while Enterprise requires an individualized proposal with exact product and service terms.

Gorgias's strongest pricing argument is that increasing team size does not necessarily increase cost on its larger helpdesk tiers. Its chief financial complication is that ticket usage, successful AI outcomes, communications, and external app subscriptions can each carry their own charges.

Source-check method and final buying checklist

We compared the supplier's current plan guide, September billing policy, AI Agent pricing article, October trial article, and subscription cancellation information. We did not purchase a Gorgias subscription, observe invoice-level usage, or validate actual checkout prices through an authenticated account.

Before authorizing a contract, ask Gorgias to confirm seat entitlements for the exact plan, included ticket and automated-outcome caps, overage rates, regional pricing, any Voice or SMS minimums, the current AI double-charge conditions, annual terms, and data export access.

If an older blog conflicts with the current help-center event definitions, ask billing support for a written interpretation applying to your specific account and start date. That answer matters more to cost forecasting than a marketing headline about automated resolutions.